[KNOWN ISSUE] Model for stabilization not downloading using model manager in 6.2.0

prosek4325 · April 12, 2025, 4:55pm

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issue with downloading the stabilization model. all other down load OK
I did a clean install the see if that would work but it did not
running windows 11 latest update
running Topaz Video AI 6.2.0
error: connection handling cancelled

unsolicitedemailande · April 15, 2025, 1:36pm

I get the same error.
Also windows 11 running Topaz Video AI 6.

Logs say it’s an internal error:
2025-04-15 07-23-50.763 Thread: 14312 Warning Network error. Status Code: QNetworkReply::InternalServerError (500) Error: "Error transferring https://api.topaz-labs.net/v2/app_state/unauthed?app_build_type=RELEASE&app_cname=VIDEO&app_version=6.2.0&arch=x86_64&cpu_supports_avx=true&license_expiration_datetime=2012-10-10T00%3A00%3A00&os_type=windows&os_version=10.0&supports_patch=true - server replied: " Body: “Internal Server Error”

One thing I noticed is that the “license_expiration_datetime=2012-10-10T00%3A00%3A00”
Not sure if this is related. But elsewhere in the log it uses
license date QDateTime(2025-04-16 07:23:44.498 […]

logsForSupport.zip (284.6 KB)

unsolicitedemailande · April 15, 2025, 1:41pm

I should add that I tried the recommended fixes of turning off the firewall, antivirus, ad blockers, and I even put the computer into DMZ. No change.

I was able to download the frame interpolation ones fine:

margaux.topazlabs · April 15, 2025, 10:24pm

Can you include the app’s logs?

To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.

margaux.topazlabs · April 15, 2025, 10:25pm

Thanks for the logs. Sharing this with the team to investigate.

mateusz.bardeli · April 21, 2025, 5:45pm

Hello, I have Topaz VideoAI 6.2.0 installed
Windows 11 Pro 23H2
I can’t download models for graphics cards, Stabilization → Full-Frame & Auto-Crop.

I get the message:
Error: Connection handling canceled

I checked the connection to another network, nothing helps.
logsForSupport.zip (390.8 KB)

margaux.topazlabs · April 21, 2025, 10:27pm

v6.2.0 has a known issue with pre-downloading the stabilization model using the model manager. Our team is aware of this issue and working to resolve it. If you need to pre-download it for offline use, I recommend rolling back to v6.1.3:

Video AI | 6.1.3 | Windows
Video AI | 6.1.3 | Mac

Otherwise, you should still be able to use the stabilization filter and let the app download it during the export process.

namaste.gokarna · May 11, 2025, 4:39am

I am on version 6.2.2 and I am having the same issue of “Error: Connection handling canceled” while trying to download the models

Ruebarb · May 14, 2025, 5:25pm

This still isn’t fixed in 7.0! Every release is half broken, it is getting pathetic. The model manager is junk in general all the way back to 5.5 when I started using the app, always fails, have to select each enhancement one by one, over and over again. It should be click and done, shouldn’t be a 20min ordeal.

E-Support · May 15, 2025, 9:44pm

SAME ERROR VERSION 7.0.
DOWNLOADING stabilization model IS NOT POSSIBLE

vAI · May 15, 2025, 10:30pm

I’m also getting the same “Error: Connection handling canceled” error downloading models on the 7.0.0 release. I was able to download some of the models one by one but cannot download the final two, “Stabilization → Full-Frame & Auto-Crop” or “Enhancement → Artemis - Aliasing or Moire” models.
That might just be me, but hopefully sharing which specific files are causing issues may help the bug patching process.

P5tw · May 18, 2025, 6:38am

If I don’t check these models, I can really download the others! Thanks

Gerby12 · May 23, 2025, 2:18am

Same problem here.

l_tucker · May 24, 2025, 2:48am

After upgrading to Video AI version 7.0.0 I went to “Files / Model Manager” to download the model files. All model downloaded successfully except for “Stabilization”. When attempting to download the Stabilization model the system responds immediately with a popup window with the message “Error: Connection Handling Closed”.

The system is running 64-bit Windows 10 and has:
AMD Ryzen 5 5600X 6-core processor,
32.0 GB RAM
Nvidia GeForce RTX 3070 GPU,

Logs for support:
logsForSupport.zip (892.0 KB)

unsolicitedemailande · June 17, 2025, 5:12pm

Any updates on this? I still get the error in v7.0.0

akira3d · June 18, 2025, 5:05pm

I’m having the same problem in 7.0.1. I have been able to successfully use stabilization, but can’t preload it via model manager even after having successfully using it.

akira3d · June 24, 2025, 5:16pm

Still happening in 7.0.2, but at least I see it attempt to download a bit before tapping out (stops on the 7th step with the same connection handling error)

Here are my logs
logsForSupport.zip (10.1 MB)

aaron.bruderer · July 2, 2025, 6:42pm

This has been a known issue for months. TF is Topaz’s problem? I paid for this, and I expect it to work.

albert.prauser · July 14, 2025, 10:42am

I have the same Problem with model manager downloading for stabilization in Version 7.0.2!
The problem has existed so long for many versions, why is the problem not fixed?
What’s the matter?